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Requirements

For your end-users to be able to use the Technician Verification feature, you will need to ensure that your Technician Verification settings are reviewed and adjusted through MSP Process. You can customize the following:
  • Verification Message Code
  • Confirmation Message
  • The auto-responder when a SMS for ticket is sent to Verification Number
  • Ticket Confirmation Log
As well as Add a note to the ticket, Display updated tickets in the past set number of days, and 6 digit verification. To update these settings, please log in to MSP Process and navigate to Identity Management _> Verification _> Verification Settings and click the dropdown for Tech Verification Settings.

Overview

This article will go over the different ways that your end-users can verify your technicians, allowing them to feel secure in sharing information with your support team. There are four ways to have your technicians verified:
  • Technician Verification Widget
  • SMS
  • Through a client portal
  • Through a client portal app

Technician Verification Widget

The Tech Verification widget allows you to put safeguards in place, so your customers are not falling victim to an identity phishing attack. Easily embedded as an iframe in your website, the Tech Verification Widget makes it easy for your customers to verify the identity of the technician they are speaking with. To review more about how to set up the Technician Verification Widget on your site, please review the Deploying the Tech Verification Widget article for more insight.

Technician Verification through SMS

This process of verification is fairly straightforward. The end-user sends a text “#verify” to the number you have provided to them. Your technician and the end-user are both provided a randomly generated 6-digit code. The Technician will then provide the code to the end-user and assigns the verification to the ticket in progress for tracking. The end-user will then text “#confirm” to the same number to confirm the verification was successful. The end-user receives back an automated message showing the verification was completed successfully.  You can read more in the Technician Verification - Using SMS article.

Client Portal Teams App and Client Portal Mobile App Technician Verification

Your end-users can also verify your technicians through the Client Portal in Teams or through the MSP Client Portal app. If you would like to learn more about adding the Technician Verification tab into your client portal in Teams, please review How to Add Custom Tabs to Your Microsoft Teams App.

Client Portal in Teams

Your end-users will simply need to click the “Verify Technician” option. This will then provide a code to your end-user:

MSP Client Portal App

To verify your technician in a Client Portal app, your end-users will need to select the shield with the silhouette (Technician Verification) on it in the top-right hand corner. Upon selecting the Technician Verification, a pop-up will appear with the code to verify your technician with your end-user.

Verification on the Technician’s End

Once your end-user has opted to verify your technician with any of the methods above, a code will be sent for the technician to access in either the MSP Process webpage, or through the MSP Process pod in your PSA to confirm their identity.

MSP Process webpage

Upon the end-user clicking Verify Technician, your technician will need to:
  • Log in to MSP Process
  • Navigate to Identity Management _> Verification _> Tech Verification
  • Locate the verification request (by end-user name and/or date created)
  • Provide the code to the end-user
  • Click Confirm
  • Upon clicking Confirm, a pop-up window will appear to confirm the code was provided.
  • Check the box for “Are you sure you provided the code to your client?” and click Send.
Once confirmed, the logs will change to verified and show which technician verified and the timestamp.

MSP Process Pod in PSA

Technician can access this by clicking the Technician Verification icon on the left-hand side of the pod. After the Technician Verification tab is opened, your technician will be able to see:
  • Who the code was sent from
  • The code
  • The date it was created
  • Ticket ID
  • If no ticket has been assigned, your technician can click the Tag with the Silhouette of a person in the Actions section to assign the ticket.
  • The Actions tab, where the verification can be completed upon clicking the Checkmark.
  • Once the Checkmark is clicked in the Actions column, the Verified column will update with a checkmark as well.
Huzzah! Now your end-users can feel secure and confident with who they are connecting with!